Care Center Representative - Remote - BILINGUAL ONLY

📋 Description

• • Answer incoming emergency and non-emergency calls, following established protocols to determine priorities and dispatch appropriate responses.
• • Provide compassionate customer support using both scripted and non-scripted responses to individuals and families during critical moments.
• • Monitor a high volume of medical alerts and alarms, offering empathetic and timely assistance in potentially stressful situations.
• • Accurately record call details, dispatches, and messages into a database in real-time while maintaining focus and precision.
• • Communicate with empathy, respect, and patience to ensure a positive and supportive experience for all members.
• • Verify and update customer information in the system to ensure data accuracy and compliance with record-keeping standards.
• • Troubleshoot alarm systems and report technical issues to ensure timely maintenance and system functionality.
• • Proactively inquire about members’ needs and recommend preventative healthcare services where appropriate.
• • Manage access to highly sensitive personal and medical information while maintaining strict confidentiality at all times.
• • Simultaneously talk and type while navigating multiple screens and systems to handle calls and documentation efficiently.
• • Successfully complete new hire training and pass all required compliance and regulatory testing.
• • Perform additional duties as assigned to support the operational needs of the Care Center.
• • Maintain a minimum typing speed of 35 WPM to ensure efficient call handling and data entry.
• • Demonstrate exceptional customer service and interpersonal skills in high-pressure, emotionally charged environments.
• • Exhibit strong oral and written communication abilities in both English and Spanish.
• • Remain calm, composed, and empathetic during critical incidents and extended customer interactions.
• • Work independently with self-motivation while also collaborating effectively within a remote team structure.
• • Be proficient in Microsoft Word, Excel, Outlook, and PowerPoint for daily administrative and documentation tasks.
• • Maintain minimum internet speeds of 25Mbps download and 5Mbps upload to ensure reliable remote connectivity.
• • Work scheduled shifts including one required weekend day, with availability for overtime and flexible hours as needed.
• • Hold a High School Diploma or GED as a minimum educational requirement.
• • Have 0–1 year of customer service experience, preferably in a contact center or healthcare setting.
• • Reside in one of the following states: Alabama, Arkansas, Florida, Georgia, Indiana, Idaho, Iowa, Kansas, Kentucky, Louisiana, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Mexico, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, West Virginia, Wisconsin, Wyoming.